Financial Advisor Success Ep 114: Why Creating A Great Client Experience Is About More Than Just Great Service with Dennis Moseley-Williams
Mar 5, 2019
Dennis Moseley-Williams, founder of DMW Strategic Consulting, shares insights on creating distinctive client experiences for financial advisors. He distinguishes between service and experience, suggesting advisors should focus on meaningful transformations rather than just technical products. Using examples like Starbucks, Dennis emphasizes consistency and community. He advocates for authentic themes, staging client interactions, and targeting deeply specific niches to foster strong relationships. Unique practices, such as milestone celebrations and life skills events, further enhance the client journey.
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Celebrating Milestones With Family Involvement
- Dennis recounts his advisor celebrating a client's milestone by involving the client's teenager in a financial pep talk.
- The advisor used that moment to teach compound interest and validate the client's parenting.
Niche, Niche, Weird
- Niche deeply: niche, niche, weird — then get specific about clients' pain points.
- Use those insights to design offerings that only your narrow audience cares about.
Eliminate Two Customer Sacrifices First
- Start by identifying two customer sacrifices and eliminate them immediately.
- Reducing sacrifice shifts your firm from service to experience delivery.
